charged roaming when i didn't even switch on my mobile!

Hi there,

When you check your self serve, what does it say the charge was for? Did you travel recently, and if so, did you turn your phone off right away?

Steps to check your roaming usage can be found in the link below.

https://community.koodomobile.com/plans-services-232910/why-was-i-charged-for-easy-roam-7818664

I checked so I know what is it but I didn’t use the roaming at all!  I need Kooda to take away this incorrect bill!  My mobile phone was off after I depart Canada that day so it is impossible that Kooda charge me such amount!  Thank you.

Ok, I'll flag a rep for you. 👍

Hi  ​@se188 

We have looked into it and the  roaming charge was triggered due to outgoing text messages, please check the usage section in self serve for more details.

Any usage made in roaming, except for incoming text messages, triggers the roaming fee.

Please check the article shared by Oliver above for more about how to prevent unwanted roaming charges.

But I didn’t send message and didn’t even switch on my mobile phone on that day!  Please correct the overcharge ASAP!

Please be professional Koodo.  Thank you.

Do you see the alleged Text usage when you follow the steps in the link?

• Why was I charged for Easy Roam? Tutorial

Do you know what I mean?  I don’t see anything with my mobile that day and I didn’t even turn on the mobile with your SIM card that day.  It must be Koodo’s problem!  Please do be professional!

Dennis wrote:

Do you see the alleged Text usage when you follow the steps in the link?

 

• Why was I charged for Easy Roam? Tutorial

 

But have you followed the steps in the link 👆

Do you see the alleged text message when you view your usage in your self serve?

Hi ​@se188 

We recommend checking the usage section in self serve using the steps here https://www.koodomobile.com/en/help/monitoring-your-data-self-serve . You should be able to see there the usage for the outgoing text messages on March 27.

If you would like to dispute the charge further, please schedule a call back with the virtual assist.

Do you read my message actually?  Why you seems still DO NOT understand what I’m trying to tell you and just ignore my words and keep bringing me around?  My message was VERY simple: my phone was turned off whole day that day! Means NEVER on with your SIM card!  So it doesn’t matter where am I because your SIM card was not on a mobile that was on that day!

Why you ask me again and again on something not possible at all eg was my phone on then I turn it off?

I cannot call back because I’m out town. please correct the bill for I NEVER send that SMS or use your mobile service on that day!  If you need me you can email me with the email I provided.

I had paid the monthly fee but NOT the $16 overcharged plus that tax related to the $16.  You have no right to force me to pay something I didn’t use.

Hi ​@se188 

We understand where you are coming from and we can assure you that we are doing our best to help!

Unfortunately, since the usage indicates there were outgoing text messages the day when the roaming charges was triggered, we are unable to remove the roaming charge.

We have just sent you a PM with more details about the usage we see from our end, please check your community inbox when you get the chance.

If you are unable to schedule a call back, we recommend reaching out to us on Social media if you wish to dispute the charge further.

If you have any other questions or concerns, please let us know and we will do our best to help.